New fibre
Purchase, installation and setup was easy. Slight hurdle in automatically confirming my broadband details for setting up my own router but the help team sorted it asap
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4.4
Great
999 reviews
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💬Hasn't replied to negative reviews
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Review summary
Zen Internet receives consistently positive reviews. Customers particularly appreciate service and reliable, though some mention concerns about customer service and expensive.
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Based on reviews, created with AISee what reviewers are saying
Changed from a different provider due to Cost
Changed from a different provider due to cost. Didn't expect the Internet to be this slow. Tried cancelling within the two week "cooling off" period. They said it was only from the date of order, rather than date of delivery. Not happy
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Zen sign on process
Daniel, took me through the process. He was polite, professional and knowledgeable. Despite the process not being straightforward in my case he guided me throughout without a hitch. I'm looking forward to having Zen as my ISP
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The very fact that I never have to…
The very fact that I never have to think about my service or the speeds tells me I have a five star consistent connection to the internet, I have been with Zen for a good few years now and it’s always been the same, five star, excellent speeds and great pricing.
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Company details
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Website
www.zen.co.ukAll reviews
999 total • Write a review
Showing 651 - 660 of 995 reviews
NG
Great recommendation
Was recommended by a friend who also benefited with a gift card which was great. Zen were easy to communicate with, reliable and true to word. The installation was very efficient, clean and tidy. Not had any technical issues. So would recommend
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R
We had a Internet speed problem then…
We had a Internet speed problem then lost our Internet completely, the customer service team where extremely helpful and couldn't do enough to help with constant updates from them.also made a change to be a UK based service team,We eventually traced the problem to a cable A*** from me.
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R
Excellent technical support
I asked for technical advice from Zen via email. I got a detailed response within 10-15 minutes. I replied to that and got another prompt response. Both messages from Zen gave me the support I needed. I'm happy with the service provided by Zen and would not consider switching to another provider.
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A
They missell you products, avoid
They completely mis sold me the 2.3gb package at £55 a month. The presupplied router comes with two ports, a 2gb and a 1gb one. The connection from the outside to the router has to go into the 2gb port or you cant get any thing over 1gb so your left with 1 wired connection limited to 1gb. They claim wireless can get 2.3gb yet every single independent speed test ive run never shows higher than 600mb. My previous provider (Vodafone) constantly gave me 850+ on wireless so its not an issue with me. Contacted customer service and apparently if i want the full speed i have to pay an extra £10 A MONTH to get an upgraded router. At no point during sign up was this made clear to me, i was under the impression that when i ordered the advertised Equipment and package, id get those speeds by default since thats what was ADVERTISED. Ive asked them to lower my bill to reflect the actual speeds im getting Edit: im now being told by customer service that if i want my contract lowered to the 900 a month tier so i can pay only for what im getting, i have to pay early termination fees and start a new contract! Early termination fees will presumably be the entire 24 month contract. They are also blaming me for signing up online (like 99% of people do) as this apparently means they couldnt tell me about restrictions and limitations... Why cant you just have it written on the site? Very suspicious. I am in the process of screenshotting reviews with the same issues as me and drafting an email to trading standards. edit 2: been informed that early termination fees are £936.71. When ive only been with them two weeks and they havent even provided the service im paying for. Edit 3, reran a whole bunch of speeds test, speeds are now upto 1.3gb however this is still FAR below the guaranteed speeds.
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AD
Yep, I'm happy.
Just got myself connected to Zen. What a breath of fresh air after being stuck on Virgin for so long. Switching IPv6 on was completely painless, just a button in the control panel. I had a small issue with my account where my service didn't show up in the web control panel, but customer service sent me my PPPoE credentials via email to get me connected while they worked on the control panel problem, which is now resolved. Got myself all set up connected directly to the openreach ONT with a Qotom C3758R. The openreach installer ran the ONT into my garage right next to my server cabinet, so if you're the type of person that has a server cabinet... OpenReach did a great job on that install. Speed tests are generally great on my gigabit connection. I'm usually seeing ~900mbps down. I'd get a bit more with Virgin, about 924. But obviously at these speeds you are starting to cap out a gigabit NIC regardless. I get much better upload with Zen (typical with Virgin was 60-70, typical with Zen is 105) so I think anyone would happily trade that extra ~20mbps of down for the up. Of course, I dream of a symmetric connection in my area. Just went back to the panel to have a look at the panel because I was curious to see what else you can set. You can even set the reverse PTR, as a residential customer. I'm impressed.
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